Customer Success Manager, Google Workspace
MarketStar
Salary
💰 $245,000 - $413,000 per year
Job Level
Lead
About the role
- Welcome to the Agentic Commerce Era; Commerce builds AI-driven commerce ecosystem and powers growth with BigCommerce, Feedonomics, Makeswift.
- This role focuses on landing our largest accounts, B2C & B2B marquee names.
- Create and execute a systematic plan to identify, qualify, and acquire high-value accounts, selling the suite of Commerce Inc products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift and Recurring Professional Services.
- Construct a detailed plan that outlines specific strategies, target opportunities, and actions needed to acquire these customers, strategically qualifying and prioritizing high-value opportunities, focusing on high-impact activities that drive overachievement of revenue goals.
- Create and maintain detailed sales plans that outline goals, key milestones, potential challenges, and growth opportunities for cross-sell and up-sell of accounts, providing a roadmap for revenue expansion.
- Develop customized proposals, contracts, and presentations that effectively communicate the value of the company’s offerings, ensuring alignment with customer objectives and business needs.
- Serve as the main point of contact for customer inquiries related to business requirements, ongoing projects, and issue escalation, ensuring proactive communication and high levels of responsiveness.
- Collaborate with internal teams (sales, product, support) and external agency partners to deliver seamless support and execute initiatives that meet or exceed customer expectations.
- Handle customer inquiries, problems, and complaints with a focus on timely resolution and high customer satisfaction; escalate issues as needed and work with relevant teams to provide solutions.
- Maintain thorough and accurate records of customer interactions and proposals in CRM systems, ensuring that customer data is always up-to-date and accessible to stakeholders.
- Lead and negotiate contract agreements and renewals.
- Who You Are: 12+ years acquiring large, complex, marquee-name accounts, with a proven record of achieving retention and expansion goals in a subscription-based model.
- Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management, especially in managing both business and individual user expectations within the same product suite.
- Exceptional interpersonal and communication skills to build trust, provide strategic counsel, and foster long-term relationships with clients and agency partners, influencing decision-makers and aligning efforts across all stakeholders
- Skilled at using data to drive decisions; experienced with CRM and customer success platforms (e.g., Salesforce, Gainsight) and confident in using data to demonstrate ROI, track KPIs, and identify growth opportunities
- Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions in collaboration with agency partners to ensure customer satisfaction and drive long-term engagement
- Proven capability to negotiate effectively, aligning customer goals with company objectives and coordinating with agency partners; experienced in handling escalations and maintaining high levels of satisfaction
- Experience with Global Accounts and Multi-regional Teams - Comfortable navigating cultural differences, time zones, and language barriers; able to collaborate effectively with agency partners, and adapt strategies to serve global customer needs
Requirements
- 12+ years acquiring large, complex, marquee-name accounts, with a proven record of achieving retention and expansion goals in a subscription-based model
- Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management, especially in managing both business and individual user expectations within the same product suite
- Exceptional interpersonal and communication skills to build trust, provide strategic counsel, and foster long-term relationships with clients and agency partners, influencing decision-makers and aligning efforts across all stakeholders
- Skilled at using data to drive decisions; experienced with CRM and customer success platforms (e.g., Salesforce, Gainsight) and confident in using data to demonstrate ROI, track KPIs, and identify growth opportunities
- Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions in collaboration with agency partners to ensure customer satisfaction and drive long-term engagement
- Proven capability to negotiate effectively, aligning customer goals with company objectives and coordinating with agency partners; experienced in handling escalations and maintaining high levels of satisfaction
- Experience with Global Accounts and Multi-regional Teams - Comfortable navigating cultural differences, time zones, and language barriers; able to collaborate effectively with agency partners, and adapt strategies to serve global customer needs
